Speaking your customer’s language

Usain Bolt ran 100m in 9.58 seconds. This world record made him a household name sparking global media interest. This news required little translation, it spoke clearly to everyone. As it turns out, people like ‘fast’, especially in terms of customer communications. In the age of digital technology, waiting patiently for a response no longer feels acceptable. Customers want rapid, yet tactile, communication in their own language. Continue reading Speaking your customer’s language

Research finds lack of human interaction loses customers

To test whether forsaking all human interaction in favour of total automation is really a cost-effective silver-bullet solution, Yonder Digital Group commissioned research among UK consumers and found that an overwhelming 87% report they tend to stay more loyal and increase their business with companies who offer a real person to talk to at the right stage of their customer journey. Continue reading Research finds lack of human interaction loses customers

Aeriandi Study Highlights UK Financial Institutions are Unprepared for MiFID II Legislation and Unaware of Extent of Penalties

PRESS RELEASE: A study of IT managers and decision makers and Risk & Compliance managers within UK financial services businesses, reveals a lack of preparation and understanding of the requirements of MiFID II legislation due to come into force in January 2018. Continue reading Aeriandi Study Highlights UK Financial Institutions are Unprepared for MiFID II Legislation and Unaware of Extent of Penalties

Unify enriches team collaboration with Plantronics Audio Solutions

Unify, the Atos brand for communications software and services announced a partnership with Plantronics to offer Unify Circuit solutions powered by Plantronics Hub software to augment team collaboration. This integration provides superior call quality and helps increase employee flexibility and productivity. Continue reading Unify enriches team collaboration with Plantronics Audio Solutions

OpenMethods Announces New Integration Partnership with Next Caller

PRESS RELEASE: OpenMethods, the omnichannel optimization platform that allows companies to easily integrate their telephony platforms into Oracle CRM, today announced a new integration with Next Caller’s Advanced Caller ID database. The partnership allows contact centers on Oracle Service Cloud to utilize real-time contextual data for 500+ million landline, mobile and VoIP numbers to personalize and simplify their agent and customer interactions. Continue reading OpenMethods Announces New Integration Partnership with Next Caller

2017 – the Arrival of AI and IM in the Contact Centre

“Artificial intelligence (AI) and Instant Messaging (IM) are poised to fundamentally change the service call experience,” says Nicholas O’Connor, strategic business development consultant at hi.guru. “Already, many companies are using social media and considering chatbots to address customer queries – resulting in a rethink of how service resolution may be optimised. Continue reading 2017 – the Arrival of AI and IM in the Contact Centre